Make a Complaint

Our Process

Step 1

You can make your complaints via email by sending it to [email protected] or through this website by answering and providing us the information asked in the right side of this page.

We will acknowledge your complaint within 2 days and try to resolve your complaint within 10 days. We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.

Step 2

If we cannot agree on a resolution you can contact my independent external dispute resolution scheme, Financial Services Complaints Ltd (FSCL).

Financial Services Complaints Ltd (FSCL) is an external financial dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008.

The Scheme can be contacted at www.fscl.org.nz or 0800347257.

They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on Leecia Burford Financial Services ltd, but not you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.